Slack
Mathews Ogolla
Marketer
Nairobi
Summary
Customer Success Lead with over 7 years of combined experience in SaaS deployment, consumer electronics, and retail. Deployed the solutions to over 100 businesses in the agriculture and retail sectors in Kenya, supporting project-based and field activities in streamlining their operations. Proven track record of success in customer training and onboarding, promoting user engagement and satisfaction.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Projects
AgriBORA Kenya Ltd
Nairobi
03.2022 - Current
- Lead, ALIZETI Project - Oversaw mapping of fields in Rift Valley as part of Crop-Type maps development.
- Project Deputy, HATUA (FtMA/WFP) - Supported Digitalization of 30 Farmer Service Centres to build farmer records, collaborate and trade across Western Kenya region.
- Lead, e-Extension Implementation (AJ4Y, GIZ) - Working with 4 Private Sector Partners, 9 Learning institutions, 5 Youth Organizations and 20 Agribusinesses in Kenya to implement e-Extension platform that makes it possible for partners to send agricultural advisories to their customers, keep digital records through point of sale and make payments using digital wallets.
Customer Success Lead
AgriBORA Kenya Ltd
09.2021 - Current
- Develop due diligence/KYC templates that reduce new customer onboarding time by 50%.
- Deliver training on Service Level Agreement (SLA) and data privacy to users. This ensures data security by those with access rights.
- Conduct customer needs assessments through interviews to share pain points, expectations and possible learnings and workflows before onboarding.
- Demonstrate platform functionalities to users whilst aligning their needs to system offerings, before launch.
- Provide technical support onsite and remotely to over 75 customers per month.
- Conduct training and mentor internal and partner team members to promote awareness, productivity, and enhance performance.
- Create user access rights based on roles and permissions granted.
- Address customer issues promptly through shorter turn-around-times of 1 day or 2 thus increasing their overall satisfaction.
- Identify, prioritize and communicate bugs to development team in clear manner. Collaborate with departments to address customer success goals.
- Establish and build strong relationships with key clients, resulting in increased brand loyalty
Sales Manager
Redington Gulf, Nyanza & Western Regions
10.2020 - 08.2021
Business Accounts & Training Manager
Blueflame Technologies
11.2016 - 05.2019
- Conducted needs appraisals through interviews to 4 customers to recognize their particular necessities and assumptions prior to onboarding.
- Developed customer-specific workflows such as Out of Stock, Market Route Plans, Locations Mapping/Geo-fencing, Field Activity Dispatch and Optimizations from customizable task templates within platform.
- Offered specialized help on smartphones and tablets used by sales agents. Assisted them with settling issues, for example, ease of use, route, and application issues while in-store. This increased customer loyalty by 20%.
Regional Retail Representative
Huawei Mobile Technologies
03.2015 - 10.2016
Retail Representative & Product Trainer
Nokia Mobile & Microsoft
01.2011 - 12.2014
Education
Professional Diploma - Strategic Marketing
The Chartered Institute of Marketing-CIM
Nairobi, 30 01.2018 - 08.2018
Professional Diploma - Management Information Systems
Institute, Management of Information Systems-IMIS
Kenya 05.2004 - 05.2006
Mobile Application Solutions/Support & Sales Excellence Certification -
Nokia Academy
Kenya 07.2010 - 12.2010
Skills
Customer relationship managementundefined
Accomplishments
Increased Huawei Mobile's sell through volumes from 2000 to 8000 devices in one quarter in 2016. This led to the creation of the first Service Point in the North Rift region. This was the first care centre outside of Nairobi and Mombasa.
Software
Teams
Hubspot
Zoom
Visitbasis
Meet
Miro
Interests
Software as a Service
Agritech
Digital Literacy
Timeline
Projects
AgriBORA Kenya Ltd
03.2022 - Current
Customer Success Lead
AgriBORA Kenya Ltd
09.2021 - Current
Sales Manager
Redington Gulf, Nyanza & Western Regions
10.2020 - 08.2021
Professional Diploma - Strategic Marketing
The Chartered Institute of Marketing-CIM
01.2018 - 08.2018
Business Accounts & Training Manager
Blueflame Technologies
11.2016 - 05.2019
Regional Retail Representative
Huawei Mobile Technologies
03.2015 - 10.2016
Retail Representative & Product Trainer
Nokia Mobile & Microsoft
01.2011 - 12.2014
Mobile Application Solutions/Support & Sales Excellence Certification -
Nokia Academy
07.2010 - 12.2010
Professional Diploma - Management Information Systems
Institute, Management of Information Systems-IMIS
05.2004 - 05.2006
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